Questions and problems

Tickets from your website

If your company runs a website with Voltix:

• A contact form can send each message to a Helpdesk team as a new ticket.
• Each live chat a visitor starts is a ticket. The visitor's messages appear in the ticket's conversation, and the replies you send on the ticket appear in the visitor's chat window.

These tickets show the visitor's name as the contact. No acknowledgement e-mail is sent for tickets from a website form. See Websites for setting up forms and chat.

"New Ticket" is greyed out

There are no teams yet. A manager or admin must create one in Settings → Helpdesk (see Set up the Helpdesk).

I cannot see a ticket my colleague mentioned

Users who are not managers or admins only see tickets of the teams they belong to. Ask a manager to add you to the team. Your login must be linked to an employee record to be a member.

"Your login is not linked to an employee record"

Assign to me and the My tickets filter need your user to be linked to an employee in the Employees app. Ask an administrator to link them.

"You are not a member of this team"

You tried to create a ticket in a team you do not belong to. Choose one of your own teams or ask to be added.

"This team has no open stage"

Every team needs at least one stage of type Open; new tickets start in the first one. Open the team in Settings → Helpdesk and set a stage's type back to Open.

The customer did not get an e-mail

Check that:

1. 1E-mail the customer is switched on in Settings → Helpdesk.
2. 2The ticket has a contact e-mail.
3. 3Outgoing e-mail is set up for your company.
4. 4You sent a reply, not an Internal note. Internal notes are never e-mailed.

A reply that went out is marked E-mailed in the conversation.

Can I drag tickets between columns?

No. Open the ticket and click the stage button at the top.

Can a stage or team be deleted?

A stage can be deleted only when no tickets are in it, and a team only when it has no tickets. Make an unused team inactive instead.

Why did a ticket close by itself?

Either the team has Auto-close after set and the ticket had no activity for that many days (it moves to the cancelled stage), or the linked service order was closed while Solve when the linked service order completes is on (it moves to the solved stage). The conversation says which.